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As an On-Site IT Helpdesk Resource, you will provide essential technical support to end users across the organization. Your primary responsibilities will include troubleshooting hardware and software issues, resolving basic network problems, and offering hands-on support to ensure the seamless operation of IT systems. You will act as the first line of defense, escalating more complex infrastructure and system administration issues to the Senior ICT Support Specialist. The ideal candidate will bring a customer-focused approach and the ability to work professionally in controlled areas within a manufacturing environment. Technical Skills, Knowledge, and Experience
Serve as the first point of contact for customers seeking technical assistance over the phone, via email, or through the ServiceNow ticketing system.
Record events, problems, and their resolutions accurately through the ServiceNow ticketing system.
Perform remote and hands-on troubleshooting through diagnostic techniques and pertinent questions.
Direct unresolved or complex infrastructure issues to the Senior ICT Support Specialist or other next-level support personnel.
Image, configure, and deploy computers, optimizing user productivity and operational efficiency.
Maintain the Loaner Laptop Inventory.
Provide basic administrative support and troubleshooting across Windows, macOS, and Linux operating systems.
Assist in creating and maintaining detailed technical documentation to ensure knowledge sharing across the team.
Collaborate with senior IT staff on administration tasks, with opportunities to learn and utilize tools like PowerShell scripting for process automation.
Maintain a high level of customer service focus, ensuring a seamless IT experience for all end users and fostering positive business partner relationships
Identify and suggest possible improvements to IT procedures.
Education
Associate or bachelor’s degree in information technology, Computer Science, or a related field.
Experience
5+ years of hands-on IT support experience, including troubleshooting complex issues, system management, and working directly with end-users and business partners.
Knowledge of networking fundamentals, including TCP/IP, DNS, and DHCP.
Proficient with ServiceNow or other ITSM tools.
Experience with GMP, GDP, and biopharma manufacturing is a plus.
Technical Skills
Hardware troubleshooting and repair experience (PCs, laptops, printers, and other peripherals).
Proficiency in Windows, macOS, and Linux operating systems.
Systems knowledge including client e-mail support (Office 365) and general software support (MS Office, Internet, security software).
Knowledge of mobile applications and device support (cell phones, tablets, etc.).
Basic knowledge of networking fundamentals, including TCP/IP, DNS, and DHCP.
Proficient with ServiceNow or other ITSM tools.
Non-Technical Skills
Excellent communication, customer service, and presentation skills.
Highly patient and customer-oriented, with the ability to translate technical concepts into easy-to-understand instructions for end users.
Must be able and willing to work flexible hours, including providing on-call support.
Work is 100% on-site. This is not a hybrid or remote role. 5 days onsite in Sanford, NC.
Calling all job seekers near Sanford, North Carolina! Explore the abundant career opportunities awaiting you in this vibrant region. Nestled in the heart of Lee County, Sanford offers a perfect blend of a thriving job market and a charming, close-knit community. From enjoying picturesque views at San-Lee Park to savoring delicious Southern cuisine at local eateries like Mrs. Lacy's Magnolia House, this area is a hidden gem for those seeking a fulfilling career and a high quality of life. Immerse yourself in the rich culture by visiting the Temple Theatre for performing arts or cheering on the Central Carolina Cougars at their games. Don't miss out on the chance to grow your career in this captivating town!
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